Complaints
We work very hard to try and provide the best service. Occasionally we get things wrong and a service may be provided below the high standards we expect. If you have received poor service or you are not happy with the way we have dealt with you, please tell us so that we can resolve the issue and improve our service to you.
What is a complaint?
A complaint is an expression of dissatisfaction or concern which:
- Is either written or spoken
- Is made by one or more tenants, applicants, member of the public or people that we work with
- Is about a policy; level of service; action or lack of action or the behaviour of a staff member, board member or tenant;
- requires a response
We take all complaints seriously but there will be times when we can’t change a decision (for example, for legal reasons).
Cadwyn staff are trained to deal with complaints in a professional manner. If we have made a mistake we will put things right and apologise. We will also try to make sure we do not repeat the same mistakes.
Who can complain?
Anyone who comes into contact with Cadwyn can make a complaint
Anonymous complaints of whatever nature will be noted but not formally investigated by Cadwyn.
How do I complain?
If you would like to make a complaint you can do so in a number of ways:
- By phone – 029 2049 8898
- In writing – Leynie Meagher, Cadwyn Housing Association, 197 Newport Road, Cardiff, CF24 1AJ
- By email – leynie.meagher@cadwyn.co.uk
- In person – visit our office on Newport Road and let the staff in Reception know that you would like to make a complaint and they will put you in touch with the relevant person.
What is Cadwyn’s complaints procedure?
Once your complaint has been recorded you will receive an acknowledgement letter within 3 working days. Your complaint will then be fully investigated and a response letter will be sent out to you within 10 working days.If you are not happy with the response, you have the right to appeal. This will be explained to you in more detail when you receive your letter.
In extreme circumstances complaints may need to be dealt with my the ombudsman – however this would be a last resort when all other options have failed. In the majority of cases complaints are resolved at the first stage – i.e. after the response letter has been received.
Your feedback is always important to us and after the complaint has been resolved we will send out a feedback form so you can let us know whether the complaints procedure worked for you and whether there are any improvements we can make.
What is Cadwyn’s complaints policy?
Please download our Complaints Policy.
